Starting a New Conversation with Customers

Communicating with customers through instant instant messaging is a sure-fire way to get their attention and create engagement. The two-way communication channel is a powerful tool to create a personalized, memorable, and relevant customer experience.

Instant messaging is one of the most frequently used communication channels today across age groups, from young adults to seniors. Most people own smartphones and incorporate them in many activities through the day, such as going to the gym, keeping track of their to-do list, or managing their schedule. Using instant messaging allows businesses to connect with customers wherever they are, whatever they are doing, without a significant disruption. 

For businesses, you can use Kimoby's conversation feature to alert  clients of product recalls, offer status updates, request authorizations, confirm appointments, or conduct customer satisfaction surveys. It is also a great tool to send videos or photos to build trust and transparency between your business and your customers.

Quick Links

Start a New Conversation With a Customer

Start by sending a new message. You can attach a file to your text messages such as pictures, images, or PDF files. It's also possible to send the same text message to a maximum of 10 customers.

From your desktop:

  1. Select New message at the top left corner of your screen.
  2. Enter your customer's name or phone number.
  3. Type your message in the message box or insert a saved reply. If you like, you can add custom attributes and emojis.
  4. Select Send

From your mobile:

  1. Select New Message at the bottom of your screen.
  2. Select New message Sleep (100).
  3. Enter your customer's name or phone number.
  4. Write your message in the message box or insert a saved reply.
  5. Select the paper planeplane icon at the bottom right of your screen to send your message.

If the customer is not in your database, simply enter their phone number in the Search for a customer box and you will be able to add their name directly by clicking on Create new customer.

Sending a New Message to a Customer that Already Has an Open Conversation in Kimoby

If you want to write a new message to a customer who already has an open conversation, an orange message will appear, and you will be able to go to that conversation by selecting the link. Make sure that the conversation is assigned to you, or else, it will remain in the other user's conversation.

  1. Select New message at the top left corner of your screen.
  2. Enter your customer's name or phone number. An yellow message will appear; click on See conversation. You will be redirected to the open conversation with the customer.
  3. Write your message or select a saved reply. You can use the editor to personalize your message.
  4. Select Send.